How Does Your Company Handle Trolls?

This past week Target showcased why it is so important to have a response protocol in conjunction with a stellar social media and content plan. Did you catch it? Here’s a quick summary - Target announced gender neutrality within its stores, a Facebook user knew outrage would ensue, said user posed as a Target customer service rep responding to customers (at times causing more outrage) and hilariousness ensued.

Then, Target won the internet overnight.

How you ask? They had a fantastic response protocol in place for their social media community managers to swiftly respond in a way that was brand and follower friendly. See Target’s response below.

By having a structure in place before any situation occurs, community managers know what is expected of them and you will never be in a “too little, too late” situation. A thorough response plan for responding to any negativity in the online space covers every aspect leading up to a response.

Do you know how to spot a social media crisis as it’s happening? Does your business have a plan in place?

At Spinutech we can help develop your social media response protocol and if deemed necessary, cheeky responses as well.